Topic

This article outlines how to gather and send diagnostic logs to Datto Support for use in a support case while troubleshooting backups that use the ShadowSnap Agent, Datto Windows Agent, and VMware-based agentless backup solutions.

The ShadowProtect files may be located in Program Files or Program Files (x86), depending on the configuration of your production machine. Be sure to check both locations if you do not find them immediately.

Gathering Datto Windows Agent Logs

This section only applies to protected systems running the Datto Windows Agent. If the system you are gathering logs from is not running this backup solution, do not perform these steps.

Navigate to C:\Windows\system32\config\systemprofile\AppData\Local\Datto\Datto Windows Agent\ and attach the dba.sqlite file to your support ticket.

Windows XP / Server 2003

Navigate to C:\windows\system32\config\systemprofile\LocalSettings\ApplicationData\Datto\Datto Windows Agent and attach the dba.sqlite file to your support ticket.

If you receive any 'path not found' error messages, it might be necessary to click through each folder in the path to the dba.sqlite file , starting with the C:\ drive, and respond to any User Account Control messages you receive.

Depending on your version of Windows, you may need to copy the dba.sqlite file to another location (such as the Windows Desktop) before you are able to attach it to the support ticket.

Figure 1: dba.sqlite file on a production server

Gathering VMware Logs for Agentless Backups

This section only applies to protected systems running the agentless backup solution. If the system you are gathering logs from is not running this backup solution, do not perform these steps.